Director of Retail Operations

The Director of Retail Operations leads all aspects of the museum’s retail program, overseeing the museum store to maximize earned revenue while advancing the museum’s mission and brand. This role takes a hands-on, solutions-oriented approach, balancing strategic leadership with active involvement in day-to-day operations. It also oversees the café operator to support revenue generation, enhance visitor experience, and promote external visibility.

Responsibilities

• Strategic Leadership
  • Develop and implement a retail strategy aligned with the museum’s mission, exhibitions, and audience goals
  • Identify practical, cost-effective opportunities to grow revenue through in-store, online, and pop-up retail channels
  • Collaborate with CFO/CAO on financial planning, pricing strategies, and revenue optimization
• Retail Operations
  • Oversee day-to-day operations of the museum store, ensuring excellent customer service and efficient, effective processes
  • Establish and maintain standard operating procedures, policies, and internal controls
  • Manage retail systems (POS, inventory management, e-commerce platforms)
  • Provide hands-on operational support as needed
• Buying & Merchandising
  • Lead product selection and sourcing, with a focus on mission-aligned, high-quality merchandise
  • Develop unique, cohesive, and appealing retail collection, including exhibition-related items and collaborations with artists and local vendors
  • Maintain optimal inventory levels and visual merchandising standards to maximize sales while minimizing excess
• Financial Management
  • Develop and manage the annual operating budget for retail operations
  • Monitor sales, margins, inventory turnover, and KPIs; implement strategies to improve profitability
  • Ensure accuracy and integrity of inventory data
  • Analyze trends and performance data to inform purchasing and pricing decisions
  • Maintain a strong focus on cost management, operational efficiency, and revenue optimization
• E-Commerce
  • Oversee the museum’s online store ensuring accuracy and alignment with in-store offerings
  • Support a functional, customer-friendly digital presence as a complementary retail channel
• Team Leadership
  • Recruit, train, and supervise retail staff, including managers, associates, seasonal employees, and volunteers
  • Foster a customer-focused, inclusive, and collaborative team environment
  • Set performance goals and provide ongoing coaching and professional development
  • Lead by example through active engagement in both strategic initiatives and day-to-day operations
• Customer Experience
  • Create a welcoming, educational, and engaging retail experience that enhances the visitor journey
  • Ensure high standards of customer service and resolve customer concerns as needed
  • Integrate storytelling and interpretation into retail spaces
• Partnerships & Compliance
  • Build relationships with vendors, artisans, and publishers
  • Ensure compliance with all financial, legal, and safety regulations
  • Partner with marketing to promote retail offerings through campaigns and events
  • Collaborate with curatorial, experience, and development teams on special projects

Requirements

• Required
  • Bachelor’s degree in business, retail management, or related field (or equivalent experience)
  • 7+ years of progressive retail leadership experience, preferably in cultural institutions or destination retail environments
  • Proven track record of driving retail sales growth and managing budgets
  • Strong merchandising, buying, and inventory management experience
  • Excellence in team leadership and staff development
  • Excellent written, oral and interpersonal communications skills
  • High level of integrity, creativity, and resourcefulness
• Preferred
  • Experience in museum, gallery, cultural, or destination retail settings
  • Familiarity with mission-driven merchandising and artist/vendor partnerships
  • Experience maintaining e-commerce platforms

Skills

• Strategic thinking balanced with strong execution skills
• Financial acumen and operational discipline
• Creativity in merchandising and product development
• Exceptional aptitude for color harmony, fashion trends, and product display
• Excellent communication and collaboration abilities
• Customer-focused mindset with a passion for arts and culture
• Adaptability and resourcefulness

Working Conditions

• Physical Environment
  • Standard museum and office environment, including gallery spaces with variable lighting, ambient noise from public programming, and occasional exposure to art-handling or installation activities
  • Occasional travel to off-site locations for meetings and events
• Physical Requirements
  • Prolonged periods of sitting at a desk working on a computer
  • Extended use of a computer monitor, tablet, stylus, phone, and other technology; sustained visual concentration required
  • Ability to stand and move for extended periods throughout museum spaces
  • Occasional lifting, carrying, or transporting materials up to 25 lbs
• Cognitive and Sensory Demands
  • High degree of sustained concentration, creative problem-solving, and attention to detail required throughout the workday
  • Ability to manage multiple concurrent projects under deadline pressure while maintaining quality

Schedule

• Full-time schedule to support museum store hours; must be available to work occasional evenings, weekends, and holidays to support museum events and needs
• Ability to work up to two days per week remotely, if operational needs allow
• Occasional flexibility in the work schedule may be required to accommodate collaboration across different time zones

Pay

The minimum salary for this position is $125,000 and the maximum salary is $137,000. Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting starting pay including education, experience, the external labor market, and internal equity.

Benefits

• Medical, dental, and vision plans with flexible spending accounts
• Paid time off (holidays, vacation, and sick leave)
• Immediate eligibility to enroll in a voluntary retirement savings program upon hire
• Group Retirement Plan available after 1 year of employment with employer match
• Hybrid schedule for eligible positions